Service Desk Administrator

**Our purpose** is

To _change people’s lives for the better through wellness_. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.
Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness
- it’s about creating real experiences that support members in their holistic health journey.
We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness. We operate as a full-time onsite function - because we believe the best ideas come to life when we’re collaborating in person, sharing thoughts, and building together.
Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

- _
Refreshing Real Experiences_: Authentic, engaging experiences that inspire lasting wellness.
- _ Holistic Wellness_: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
- _ Curated Guidance and Progress_: Personalized coaching and programs to support sustainable progress.
- _ Communities Without Conformity_: Diverse, welcoming environments where everyone feels empowered.

**Your Purpose...**
- Join Virgin Active as a Service Desk Administrator where you will be leading the linchpin of our IT operations, embodying the principles of ITIL to manage incidents and problems efficiently
- To deliver a responsive and effective IT technical support service supporting our Virgin Active clubs and support functions
- To be the first point of contact for all users across our Virgin Active clubs and support function, providing a responsive and effective IT technical support service to resolve their IT issues and fulfil service requests
- To provide excellent customer service, provide timely and helpful assistance and communicating effectively with users

**Your Duties and Responsibilities...**:

- First-Line Support_
- Be the first point of contact for IT-related issues and service requests via phone and self service portal
- Accurately log all incidents and service requests in the IT Service Management (ITSM) system
- Gather detailed information from users to understand the nature of their problem or request
- Provide first-level troubleshooting and resolution for a wide range of hardware, software, and network issues
- Follow established procedures and knowledge base articles to resolve common issues
- Incident Management_
- Prioritise and manage incidents according to severity and impact
- Escalate complex issues to second-level support or specialist teams when necessary
- Where necessary, log incidents and liaise with IT suppliers and partners through their communication channels
- Track the progress of incidents and keep users informed of their status
- Ensure timely resolution and closure of incidents within defined Service Level Agreements (SLAs)
- Service Request Fulfilment_
- Process and fulfil standard service requests, such as password resets, account unlocks, and software installations
- Follow documented procedures for fulfilling service requests accurately and efficiently
- Ensure users are informed about the status and completion of their requests

Knowledge Management:

- Contribute to the development and maintenance of knowledge base articles and troubleshooting guides
- Document solutions to resolved issues to build a comprehensive knowledge repository
- Share knowledge and best practices with other team members
- User Communication and Support_
- Communicate clearly and professionally with users at all levels of technical understanding
- Provide excellent customer service and ensure user satisfaction
- Educate users on basic IT procedures and self-service options
- Follow up with users to ensure their issues have been resolved to their satisfaction
- Team Collaboration_
- Work collaboratively with other Service Desk analysts and IT teams to resolve issues effectively
- Share information and insights to improve overall team performance
- Participate in team meetings and contribute to a positive team environment

**We can’t live without(Minimum Requirements)**
- Proven experience (typically 2+ year) working in an IT support role or a customer service environment with a strong technical aptitude
- Basic understanding of computer hardware, software, operating systems (Windows, macOS), and networking fundamentals
- Experience using a ticketing system or ITSM tool
- Good problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to follow instructions and procedures accurately.
- A proactive and customer-focused approach
- Ability to work effectively under pressure and manage multiple priorities
- Must be able to work after hours, weekends, and public holidays based on business need.

**We’d like you to have(Attributes)